Helpdesk Support Chat - $21 / hr

Summary

The Service Desk Chat Agent is the first point of contact that support end users via our live chat channel for IT Service support in a fast-paced 24x7x365 environment. While providing the highest level of customer service, the Service Desk Chat Agent answers incoming chats, tracks all information in a ticket tracking system, uses a knowledge base tool along with their expertise to resolve issues in a timely fashion. The Service Desk Chat Agent is focused on achieving high levels of first contact resolution and identifying opportunities to streamline / automate agent process. The Chat Agent will need to effectively run multiple chats concurrently while maintaining best in class service.

Expectation of Role :

Customer Service Skills :

• Demonstrate active listening in order to gain an accurate understanding of the situation
• Being empathetic to the customer's situation while also showcasing advocacy and ownership of seeking resolution
• Acknowledging the sense of urgency for resolving the issue
• Create a positive customer support experience, build rapport and trust with end users through professional attitude and approach to problem understanding

Communicate effectively :

Technical Proficiency :

Culture Carrier :

Qualifications :

Required Education :

Max supplier BR

SS POC : Jordyn CV